Management interventions and prosocial behaviours: understanding the mediating mechanisms

Anna-Lena Ackfeldt; Neeru Malhotra

doi:10.1007/978-3-319-13440-6_7

Management interventions and prosocial behaviours: understanding the mediating mechanisms

Anna-Lena Ackfeldt^*, Neeru Malhotra

^*Corresponding author for this work

Research output: Chapter in Book/Published conference output › Chapter (peer-reviewed) › peer-review

Abstract

Previous research suggests that the attitudes and behaviours of front-line employees (FLEs) significantly influence customers’ evaluations of service quality and customer satisfaction. Therefore, it becomes important to identify the variables that influence FLEs job attitudes and Prosocial ServiceBehaviours (PSBs). The conceptual framework developed from extant literature is presented, which proposes that management interventions (internal communication, training and development and empowerment) have a direct effect on PSBs. In addition, these relationships are mediated by role stress and job attitudes. Implications for service management and future research directions are discussed.

Original language	English
Title of host publication	Boundary spanning elements and the marketing function in organizations
Subtitle of host publication	concepts and empirical studies
Editors	Sunil Sahadev, Keyoor Purani, Neeru Malhotra
Place of Publication	Cham (CH)
Publisher	Springer
Pages	99-115
Number of pages	17
ISBN (Electronic)	978-3-319-13440-6
ISBN (Print)	978-3-319-13439-0
DOIs	https://doi.org/10.1007/978-3-319-13440-6_7
Publication status	Published - 5 Feb 2015

Keywords

FLEs
prosocial service behaviors
role stress
management activities
job attitudes
empowerment
internal communication
training and development

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10.1007/978-3-319-13440-6_7

Cite this

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Management interventions and prosocial behaviours: understanding the mediating mechanisms. / Ackfeldt, Anna-Lena; Malhotra, Neeru.
Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. ed. / Sunil Sahadev; Keyoor Purani; Neeru Malhotra. Cham (CH): Springer, 2015. p. 99-115.

Research output: Chapter in Book/Published conference output › Chapter (peer-reviewed) › peer-review

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Management interventions and prosocial behaviours: understanding the mediating mechanisms

Abstract

Keywords

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Boundary spanning elements and the marketing function in organizations: concepts and empirical studies

Managing boundary spanning elements: an introduction

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